| Summary: | 碩士 === 國立高雄海洋科技大學 === 航運管理研究所 === 101 === This study aims to evaluate the logistics management capability on service failure for Taiwanese International Freight Forwarders. Data were collected both from customers’ and operators’ perspectives. An imporeant –performance analysis was used to formulate operation strategies for service failure management based on customers’ perspectives. Results indicated that waiting time for logistics services, cargo tracking, information transfer, and attention notices from shippers were the most five frequently service failure events perceived by respondents and needed to be improved by Taiwanese International Freight Forwarders for decreasing service failure events.
To identity the crucial service failure management capdaility for Taiwanese International Freight Forwarders, an AHP technique was performed based on operators’ perspective. Results showed that “core logistics operational capability” was the most important capalitity for Taiwanese International Freight Forwarders to build their service failure management capability, followed by risk managment capability, supply chain integration capability, and human resource management capbility.
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